Using social messaging over live chat offers several benefits, including fewer individual tickets and potentially lower total handle times. Social messaging allows for ongoing conversations, which means that a single ticket can cover multiple interactions over time. This reduces the need to create new tickets for each interaction, streamlining the process.
Additionally, reassigning tickets to the original agent can help maintain continuity and reduce the time spent on each ticket, as the agent is already familiar with the customer's history and needs.
Social messaging in Zendesk is designed to be an ongoing conversation over a longer period of time. This means that tickets created from these conversations are not closed by a custom trigger. Instead, they use the default automation, which closes…
You can configure ticket closure in social messaging by creating a simple trigger or automation. While the default behavior is to close tickets 4 days after they are solved, you might want to set tickets to Closed under specific conditions. This…
Revising your metrics when using social messaging is important because this conversational style can change how you measure success. Although a single ticket might take longer to resolve, you will likely have fewer individual tickets compared to…